|Coverage||Extended Hardware Warranty||Monitor and Maintenance||MyTelco Service Assistant|
|Pricing:||Call For Pricing*||Call For Pricing*||Call For Pricing*|
|Eligible Systems||Core Telecom certified Phone sets and servers||All KeyNote series systems||All KeyNote series systems|
|Hardware||Replacement of Core Telecom supplied servers and telephony cards beyond standard warranty period||Core Telecom certified servers and Sangoma cards monitored for system performance and critical errors||Configuration changes to Core Telecom supplied telephony cards as per customer and carrier planned requests|
|Replacement of Core Telecom supplied or certified phones beyond standard warranty period||Monthly reports emailed to designated contact||Trouble-shoot telephony card service problems|
|Software||Critical updates for Core Telecom supplied and installed software and hardware||Quarterly service updates for servers and KeyNote software provided as per Customer Solution. Phone set software updates are provided to client and installed on automated boot server.||Unlimited user moves, adds and changes (MAC) using SecureConnect remote service for KeyNote Enterprise software|
|Labour||Warranty labour additional||Necessary labour included to monitor equipment and provide software updates.||Remotely troubleshoot dial tone issues up to MPOE. Analog lines may require customer assistance. Issues beyond MPOE billed under Addendum B services flat rate.|
- Response times for all our extended support and extended warranty plans
- All warranty or support requests must be initiated via our online ticket system at www.coretel.ca or support hotline at 1-866-644-7729 (1-866-64IPPBX).
- Severity 1 is a failure to use communication platform (excluding individual phones) for neither inbound nor outbound communications. 4 hour response time 6:00 AM and Midnight EST 7 days a week.
- Severity 2 is individual component or feature failing to work which was operational prior to support call. 4 hour response time within operating hours of 9:00 AM to 9:00 PM EST Monday through Friday.
- Any professional services fees that are not covered by Extended Support & Warranty shall be billed a flat rate of $125 per hour. Customer shall be responsible for all travel-related expenses and any other out-of-pocket costs associated with such professional services.